Customer Operations Team Lead
About The Position
The Manager, Voice-Based Customer Operations is responsible for leading a team of customer service professionals who provide high-quality phone-based support to customers in a financial services environment. This role oversees daily operations, drives performance against key service metrics, ensures regulatory compliance, and fosters a customer-centric culture. The ideal candidate combines strong people leadership, contact center management expertise, and a solid understanding of financial products, processes, and regulations. Prior experience in leading customer operations team, serving high net worth customers for a premier financial organization is a must.
Requirements
- Bachelor's degree in Business, Finance, Operations, or a related field (or equivalent experience).
- 5+ years of contact center/customer operations experience.
- 3+ years of leadership experience managing teams in a voice-based customer service environment.
- Experience in banking, financial services, lending, insurance, fintech, or related industries.
- Strong knowledge of contact center operations and performance management.
- Proven experience coaching and developing high-performing teams.
- Excellent verbal and written communication skills.
Responsibilities
- Lead, coach, and develop a team of supervisors and customer service representatives.
- Conduct regular performance reviews, coaching sessions, and career development planning.
- Foster a culture of accountability, engagement, and continuous improvement.
- Manage staffing, scheduling, workforce planning, and employee retention initiatives.
- Ensure exceptional customer service across all voice interactions.
- Monitor and improve customer satisfaction (CSAT), Net Promoter Score (NPS), and quality metrics.
- Handle escalated customer concerns and complex account issues.
- Drive first-call resolution and reduction of customer effort.
- Oversee daily contact center operations to achieve service level agreements (SLAs).
- Monitor KPIs including: Average Handle Time (AHT), Service Level, Abandonment Rate, First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Assurance Scores
- Identify process improvement opportunities and implement operational efficiencies.
- Collaborate with workforce management teams to optimize staffing and forecast demand.
- Extensive understanding of quality standards that need to be maintained while providing service to premier wealth management clients
- Ability to interact with stakeholders in wealth management organization, align with their standards and drive the team to maintain those standards
- Ensure adherence to financial industry regulations, company policies, and risk management standards.
- Maintain compliance with relevant regulatory requirements such as consumer protection, data privacy, and financial security standards.
- Support audits, compliance reviews, and risk assessments.
- Implement controls to safeguard customer information and financial transactions.
- Analyze operational and customer data to identify trends and improvement opportunities.
- Develop and present performance reports to senior leadership.
- Create action plans to address operational challenges and improve efficiency.
- Manage departmental budgets and resource allocation when applicable.
- Partner with Operations, Quality, Training, Compliance, Risk, Technology, and Product teams.
- Support implementation of new products, processes, and technologies.
- Act as a key stakeholder in customer experience and operational transformation initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
